Version 2026-08-28
Terms applying to orders placed on this website for collection from VOCA.
Seller and controller
These terms govern the purchase of food and drink for collection from the premises indicated. The contract is concluded in Spanish. Before paying, the customer can save or print these terms and must accept the version displayed in the basket.
The customer chooses products and options, reviews the basket, provides a name and estimated collection time, checks allergen information, accepts these terms and chooses to pay online or in store. Quantities, products and details can be corrected in the basket before confirming. The phone number provided is used to manage the order and contact the customer if necessary.
For online payment, the “Pay now” button leads to Stripe's secure Checkout, and the order is received once payment is confirmed. When “Pay in store” is selected, the order is registered before collection and payment remains pending. VOCA retains the order identifier, contents, price, terms version and status.
The essential characteristics, known ingredients and price are displayed before each product is added. All amounts are in euros and include applicable VAT. There is no additional charge for collection in store. The binding price is the total shown immediately before payment.
Orders are subject to availability and kitchen opening hours. The selected time is an estimate until confirmed. If a product cannot be prepared after payment has been taken, VOCA will contact the customer to offer an alternative or refund the relevant amount using the same payment method, without undue charges.
Online payment is processed by Stripe. VOCA does not receive or store the full card number, security code or banking credentials. Stripe may apply strong customer authentication where appropriate. Customers can also choose “Pay in store”; in that case, the order is registered on the website and paid for on collection.
Orders are collected from Avenida Artista Remigio Soler López 9, 03540 Alicante, by providing the name or order number. The customer must arrive within a reasonable period of the agreed time; for food safety reasons, VOCA cannot guarantee the same storage conditions if collection is significantly delayed.
Information on the fourteen regulated allergens and possible traces must be checked before purchasing through the menu notices, via WhatsApp or by calling 604 828 496. Basket notes are not an appropriate channel for medical information and do not guarantee the absence of cross-contamination.
The general fourteen-day right of withdrawal does not apply, among other cases provided for by law, to perishable food, products made to the customer's specifications or catering services scheduled for a specific date or period. This does not limit the customer's rights if an order is incorrect, defective, unsafe or not delivered.
To request a cancellation, contact us as soon as possible. If preparation has not started, VOCA will try to cancel and refund the order. Once preparation of customised or perishable products has begun, cancellation may not be possible. Approved refunds are made using the same payment method unless expressly agreed otherwise.
After the order is confirmed, the website displays the reference, products, total, payment method and collection details, and automatically sends the order to VOCA's operational WhatsApp channel. For online orders, this happens after payment is verified; orders to be paid for in store indicate that payment remains pending. The order reference does not replace a tax receipt. To request a full invoice, email info@voca.es with the order number and the required tax details.
If available, and the customer selects the optional checkbox in the basket, a WhatsApp confirmation is also requested for the phone number provided. This message informs the customer that the order has been registered and states the payment method; it does not itself confirm availability or a final collection time, which must be confirmed by the VOCA team.
Enquiries, issues and complaints can be raised at the premises, by phone, by post or by emailing info@voca.es. VOCA will acknowledge receipt with a reference or record and respond within the legal period, which will not exceed fifteen days. Official Generalitat Valenciana complaint forms are available on request.
See the complaints procedure. VOCA is not a member of a consumer arbitration scheme unless expressly stated otherwise for a specific case.
Nothing in these terms excludes consumers' non-waivable rights. VOCA is responsible for fulfilling the order as required by law; it is not responsible for unavoidable external failures, use contrary to the instructions provided or incorrect information supplied by the customer.
Spanish and European consumer and electronic contracting law applies. Any dispute will be submitted to the courts with jurisdiction under consumer protection law, without imposing a jurisdiction on the consumer other than the one legally applicable.
